They would give you a scenario and they would want to see how you would reply. They would also ask questions to see how you would respond to an upset customer.

Role play is the biggest part of the interview. The assessment is also tough. You have to be very focus and answer all questions accurately. They aren't looking for how many answers you complete they look for how accurate your answers are

I applied online and was contacted by email the next day to schedule a phone interview. The phone interview, very straight forward. "why Geico?" "Why auto adjuster?" and so on. only lasted about 20 minutes, about 10 minutes of which was the interviewer telling me about what to expect from the application process and the training if I were hired. Then I moved on to the in person interview. This was also fairly straight forward. Lots of behavioral questions. almost all behavioral questions. Prepare for behavioral questions. This interview lasted about 40 minutes. Then about 10 minutes later I moved on to the dreaded "role playing simulation". It is difficult, and there is really nothing you can do to prepare for it. you really just have to roll with it. You are sat down at a table, given about 50 pages of information and forms while you listen to a 30 minute tape explaining the company you work for, and their rules, and procedures for adjusting claims. Its a lot to take in, and you wont be able to remember it all but don't get too distracted trying to remember everything. All the answers you need are in front of you, only problem is there are spread through out about 50 different pages. Then claims start to come in, you get phone calls where you have to talk to customers and contractors. Some of the interviewers will come in to your "office", playing the role of insureds and contractors. They will be difficult and demanding and try to rattle your cage. You are basically tested on your negation abilities and how well you follow the procedures laid out in the training material. I think the best advice it to just remember its only role playing, just be polite and respectful, and don't rush yourself, take your time to find the answers. Best advice would be to just take a breath, and relax. It was a challenging but rewarding experience. Even if I didn't get the job.